Dhaka, Bangladesh
Full Time
Published On: 27 Aug 2022
Velwire designs, builds, and operates payment infrastructures, applications and services focused on facilitating real-time electronic payments for emerging economies. Our clients and partners include large-cap tech companies, financial institutions, public sector agencies and intergovernmental organizations.
We are looking for Incident Manager who will ensure that all protocols are diligently followed, lead service level development, deployment, operations, and maintenance and identify impact, risk, and develop risk mitigation strategies.
Job Description
  • Conduct root cause analysis to identify underlying causes and take remedial actions.
  • Identify and manage anticipated resistance to change.
  • Ensure security related vulnerability mitigation through change management process as per SLAs.
  • Assist the Management and the Director, DevOps to plan complete product lifecycle from concept to execution.
  • Conduct continuous User Acceptance Testing (UAT) with technical team.
  • Enable team to provide in depth analysis of Quality Measurement System (QMS) health to drive recommendations and develop solutions for reliability and stability improvements across supported QMS.
  • Ensure all incident/service request details have been logged, allocated, categorized, and prioritized accurately and associate incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
  • Support team in guiding them through first-line investigations and diagnosis of complex incidents and service requests.
  • Identify Critical Success Factor (CSF) violations.
  • Conduct awareness and training programs from change and release management’s point of view across the organization.
Our Desired Profile
  • Bachelor’s Degree in Computer Science Engineering or Information Management.
  • 10+ years’ experience in software, information technology & banking industry.
  • Have extensive knowledge in Change Management, Incident Management and Governance.
  • Expertise in Telco and IT’s service management, audit, and compliances.
  • Ability to align customer requirements with technical execution.
  • In-depth understanding of IT trends, best-practices, and standards.